NovelVox Solutions for Genesys
Orchestrate Complex Customer Journeys Across Systems in Genesys
CX Orchestration Framework
for Genesys Contact Centers
Agent Accelerator
CCIP
CTI Connectors
iVision Wallboards
Healthcare Experience Accelerator
Use Case Flow: Patient interactions initiated through Genesys trigger identity verification using demographic validation and multi-factor authentication connected to EHR systems—executed as part of a continuous workflow across systems.
Benefits: Improved security and faster patient authentication.
Use Case Flow: Genesys interactions connect directly with scheduling systems, allowing agents or automated workflows to manage appointments in real time—without breaking the journey flow.
Benefits: Reduced administrative workload and improved patient satisfaction.
Use Case Flow: Medication records and approval workflows are retrieved and executed across integrated healthcare platforms during the interaction—ensuring continuity across systems.
Benefits: Faster prescription processing and improved patient support.
Use Case Flow: Agent Accelerator displays clinical history, billing data, and previous interactions when the conversation begins—enabling seamless continuation of the patient journey.
Benefits: More informed conversations and faster issue resolution.
Banking & Credit Union Experience Accelerator
Use Case Flow: Caller ID triggers automatic display of loan details, card information, balances, and recent transactions within Agent Accelerator—initiating the journey with full context.
Benefits: Zero manual search, reduced AHT, faster authentication.
Use Case Flow: CCIP retrieves real-time data from core platforms—ensuring data flows seamlessly into the interaction without breaking the workflow.
Benefits: Accurate responses, reduced system hopping.
Use Case Flow: Fraud alerts and risk events surface during live Genesys interactions, triggering secure authentication workflows within the same journey flow.
Benefits: Faster fraud resolution, reduced risk exposure.
Use Case Flow: Displays loan schedules, delinquency indicators, hardship options, and recommended next steps while routing complex cases—ensuring continuity across systems.
Benefits: Improved empathy, faster resolution, reduced escalations.
Use Case Flow: Core systems trigger outbound Genesys calls or digital messages—executed as part of a continuous, orchestrated customer journey.
Benefits: Higher engagement, proactive service, lower inbound load.
Automotive Experience Accelerator
Use Case Flow: CCIP connects Genesys interactions with Xtime and DMS platforms, allowing agents or IVR to manage service appointments in real time—without breaking the workflow.
Benefits: Reduced scheduling errors, improved service throughput.
Use Case Flow: Agent Accelerator surfaces warranty eligibility, coverage details, and claim status at interaction start—ensuring continuity across systems.
Benefits: Faster resolution, defensible warranty documentation.
Use Case Flow: OEM recall data triggers outbound Genesys campaigns, with structured tracking and acknowledgment capture—executed within a unified journey flow.
Benefits: Improved compliance, proactive communication.
Use Case Flow: Genesys-assisted payments leverage PCI-compliant workflows with automated controls—executed seamlessly within the interaction journey.
Benefits: Secure transactions, reduced compliance risk.
Built for Enterprise Genesys Environments
—Orchestrating Complex Workflows at Scale
No platform disruption required
Designed for complex enterprise journeys
Cross-system execution in one workflow
Rapid implementation
Flexible customization
INTEGRATION-READY
Integrate with a Range of Business Platforms
and Tools for Exponential Results
